TBH I am not sure if the customer service even based in UK have a clue what they doing.
I was discussing upgrade M100 to M200 Oomph via webchat and was offered the upgrade only £8 for adding 5GB SIM and speed boost from M100 to M200.
I thought that was a great value since I was already paying £8 for the same SIM with O2. So I called customer service and got through to UK based staff. The customer service telling me he cannot offer that deal and the webchat should not have made that offer 🙄
So I decided try again on webchat and no surprise was offered the upgrade for £8 and went ahead. New contract was emailed,SIM card received and speed was boosted overnight...all thanks to webchat.
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M200 Oomph - 5GB SIM + 3 extra SIM family plan - BT whole Wi-Fi - Sky Q
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Don't cry over Virgin price increase instead speak to retentions team and negotiate a better deal.